Failure on your end or mine?

While my internet service has now been restored, I want to express my significant dissatisfaction with how Xfinity handled this outage.

I understand that equipment failures and network outages happen. What I find unacceptable is the lack of transparency, communication, and accessible customer support throughout the process.

Xfinity proactively notified me that an outage was affecting my address and subsequently stated that damage to its network had been identified. However, the original restoration estimate passed, additional estimates were provided, and no meaningful updates or explanations followed.

More frustratingly, Xfinity's automated support system repeatedly prevented me from speaking with a representative specifically because an outage was associated with my address. In other words, the existence of a service problem effectively eliminated my ability to seek assistance regarding that very problem.

At no point was I provided with a clear explanation of the issue, what steps were being taken to resolve it, or whether the restoration estimates reflected actual repair progress.

Interestingly, my service was restored shortly after I publicly raised these concerns on this forum. I recognize that the timing may be coincidental, but it raises questions about why meaningful assistance was so difficult to obtain through Xfinity's normal support channels.

My primary complaint isn't that an outage occurred. It's that Xfinity's customer service processes left me without internet, without meaningful information, and without a reasonable way to speak with someone who could help.

Customers deserve better communication, greater transparency, and access to human support when automated systems cannot adequately address their concerns.

I would appreciate an explanation of what caused this outage, what ultimately resolved it, and why Xfinity's support system made it so difficult to obtain assistance.

Hello @user_nvsdig we can pass along your feedback and experience. Any details and communication that can be provided during a service interruption will always be shared in the Xfinity app. 

Thank you for responding. Unfortunately, your reply illustrates precisely the customer service problem I was attempting to highlight.

My concern is not that I was unaware of the Xfinity app or where to find outage notifications. My concern is that the information provided was inadequate, restoration estimates repeatedly passed without meaningful explanation, and your automated support system actively prevented me from contacting a representative because an outage was associated with my address.

Directing me back to the same system that failed to provide meaningful assistance does not address those concerns.

Furthermore, stating that available information will always be shared through the app does not answer whether the information is accurate, sufficiently detailed, or useful to customers experiencing prolonged service interruptions.

I am not simply looking to have my dissatisfaction documented or passed along. I am asking for accountability and answers to specific questions:

1. What caused the outage affecting my address?

2. What corrective action ultimately restored my service?

3. Why were multiple restoration estimates provided without meaningful updates explaining the delays?

4. Why does Xfinity's automated support system prevent customers experiencing an acknowledged outage from speaking with a representative?

I understand that you personally may not have access to all of this information. If that is the case, I would appreciate having these questions escalated to someone who does.

Respectfully, acknowledging feedback is not the same as addressing it. I would appreciate a substantive response rather than another referral to the Xfinity app.